Dramatic improvement of contact center operations using Watson Qorus Innovation in Insurance Awards 2016 - Winner

We clarified whether customers are asking us "why" questions by analyzing the content of unstructured data, such as telephone and Web-based customer inquiries, using IBM Watson Explorer text analysis technology. Doing so enabled us to analyze trends more efficiently than before, and also to make reliable predictions. This made it easy to assess trends in customer inquiries by timing and event (e.g. natural disasters, legal system reforms and the like). Based on the specific figures and trends obtained from the analysis, we are conducting our operations and placing staff accordingly, and are making progress in efforts to increase the telephone response rate. In addition, we found that there is a tendency for many customers to call while looking at the home page or FAQ. Each month we are conducting operations so that the official home page is quickly optimized, and furthermore, the order in which the FAQ is displayed is changed according to trends in customer usage and the frequently asked questions that many customers want to know are displayed in a prominent position. With these results, we aimed to reduce the number of inquiries to the contact center and improve the response rate. In conjunction, we prepared a new "Almanac" for staff and agencies that compiles "Talks Close to the Customer" with monthly trends in customer inquiries. We are realizing improvements in the quality of customer service by having each staff member and agency respond accurately according to customer needs, taking into consideration what led the customer to make an inquiry.